The Help Centers

I’ve been in tech for almost 20 years now.  Wow 20 years. Of that much of my time has either been in an official or unofficial position of  a support person.   Support calls have ranged from stuck keyboard, Word not printing to my phone won’t call long distance, to a floppy drive used as a penny bank.  Being in a technical arena I’ve also been on the other end of the phone as a person reaching out for a solution to a problem.  In that time I’ve found what works and doesn’t work most of the time.  Read More Below...

First off your demeanor needs to be in check.  Screaming, wild accusations, blatent lying are just not going to help.   Sailor talk is also not that great except when the conversation is that casual.  Name calling is also not really that great.  Remember the person on the other end of the phone not ONLY has talked to you today but someone probably a LOT worse and really ignorant to boot.  Don’t give them another person for their “people who the world will be better off without” list.

Get your numbers together  including; Serial, Model, Version, Date of purchase, amount, Credit card, account, RMA, Issue Number. Not all will be required but the more numbers you have the better and the less time you’ll have to run downstairs to get that serial number off the back of a printer that is behind the couch.

Check your ego.  When a support person asks, “is it plugged in?”.  CHECK, don’t assume.  More often then not the stupid solution is the one that works.  Also they are often new to the problem and trying to get every possible variable so they can help you.  Support people often have a list of things to go through and while it may seem a silly exercise they are asking these questions because someone in the past was stupid enough to need that solution.

Be descriptive. Don’t say the thingy don’t work.  WHAT doesn’t is there a light not working? Is there a hum?  Are there flames shooting out of it? What have you done to fix it?

Listen and learn .  If you knew the answer why are you calling.  Listen to the potential solution and ask for clarification if you’re unsure what was said.   I often say there are NO stupid questions just a lot of inquisitive idiots.

Try the website and the automated support SOMETIMES they work!  And you miss the embarrassment of a person knowing you forgot to plug in the monitor.

If you don’t get satisfaction ask for a supervisor.    BE PERSISTENT but polite.    If the problem cannot be in a reasonable amount of time  keep escalating.  If the company can’t give you the love you want try filing with the BBB or writing the CEO or owner.  This can often get someones butt in gear.

Also remember not everything can be solved.  Sometimes you just have to let go and move on.  While not a great solution it sometimes happen.  Do the math, for you to call tech support and work with them takes up your time.  Is the solution worth that time or should you just cut your losses and move on?

Finally thank people.  REALLY show them you appreciate their help.  Tell the company about how the individual and the company did right by you.  They get complaints 99% of the time and a compliment can make their day.  It’s GOOD Karma and will brighten someones day before they have to take the screaming insane call on line 2.